Fantastic opportunity for a highly motivated, energetic and client-focussed leader to join a unique, multi-award-winning fast-growth data technology company shaping a sector wide data revolution and the active and healthy lives of millions of people.
The Head of Client Success Role
Reporting to the CEO and part of our ANZ Leadership Team, the Head of Client Success will focus on proactively partnering with ActiveXchange’s clients to plan, develop and implement the overall client success roadmap and day to day operations of the end-to-end client success program.
This is an important role with responsibility to utilise your strong background in SaaS client success programs and understanding of ActiveXchange’s solutions to position yourself as a trusted advisor to enable a collaborative approach with clients and ensure value is maximised, improvements identified, and enhancements/initiatives/best practices are implemented. The Head of Client Success will demonstrate to the client a path to value that helps achieve high levels of client retention, loyalty and ongoing ROI.
This role should ultimately look to deeply understand and positively influence why, when and how one type of person should use an ActiveXchange service, and how they can then maximise outcomes and impacts from the resources available. Ensuring our Client Success service is the foundation to all ActiveXchange’s operations.
By ensuring clients are satisfied and benefiting from ActiveXchange’s solutions, the Head of Client Success will establish and evolve initiatives that drive engagement, such as generating effective communications and client education programs, case studies, conducting webinars, feature update videos and producing other materials and programs to promote greater awareness and means for clients to share ideas and benefits of ActiveXchange’s solutions.
ActiveXchange’s customer-base is global, with this role focusing initially on working with our established clients and partner programs in Australia & NZ and new customers in APAC, North America and Europe as they onboard. Additionally, the customer-base includes an aligned network of consultants and strategic partners of our solutions that are serviced and engaged with.
Reporting directly to the CEO, you’ll also work closely with the Exec Team, and lead the Client Success Roadmap to:
- Oversee ActiveXchange’s portfolio of clients across Australia and New Zealand
- Develop and implement a seamless onboarding, engagement and renewal program to optimise the client journey, including automated and tailored communication linked to ActiveXchange’s Data Warehouse
- Foster a deep learning effect across ActiveXchange’s Network by continually educating the Network through oversight and management of the SportsEye Academy program
- Develop and produce materials for clients on how solutions and services can be effectively utilised, best practices implemented and derive value for all stakeholders utilising ActiveXchange
- Continuously maintain a deep understanding of our product solutions to be a subject matter expert for our customers, including demonstrations and presentations
- Analyse and develop regular reports and insights, to enable identification of target customers for tailoring plans and initiatives that drives solution adoption
- A/B test which type of support and communication leads to successful client behaviour change
- Manage renewals of assigned accounts; and perform cross-sell and up-sell opportunities
- Identify strategic and business growth opportunities
Experience and Skills Required
- Previous experience in/with sport, leisure or government is preferred
- Proven experience working in similar roles or aligned tasks working in a SaaS based organisation or have serviced SaaS solutions for clients
- Proven experience in managing large volume of clients with demonstrated successful outcomes, particularly where there is a large and growing client base requiring some communication to be data driven and automated
- Experience in client journey mapping, especially in a B2B SaaS environment, and integrating both CRM and back end data warehouse system (product usage) data to optimise and personalise these journeys, tracking progress against a set of process metrics
- Experience in developing innovative client feedback options (within a SaaS environment), and working alongside a Product Manager in collating relevant quantitative and qualitative data to inform product roadmaps
- Highly motivated, energetic and client-focused approach/mentality with exceptional communication, interpersonal and d presentation skills, both written and verbal
- Excellent at building and leveraging strong business relationships
- Proficiency in data analysis and an ability to understand its impact on the customer journey and insights that are actionable
- Strong stakeholder management, both internal and external
- High degree of attention to detail
- Knowledge and experience using Salesforce is highly favourable
- Flexible approach to work and strong time management
- Commercial minded with an ability to identify growth opportunities
Your personal character traits will include
- Pays high attention to detail – enjoys the pursuit of excellence
- Being a ‘Team Player’ – always puts the success of the group above individual success
- Self-motivation and the ability to work independently when required. Personal time management is critical when working to meet often tight deadlines.
- Personal interest in keeping up to date with new / relevant data innovations and technology
- Confidence and willingness to draw on your own experiences. Not shy to speak up when discussing solutions to propose alternative options if you feel they are warranted. (There are no right answers to wrong questions – challenge the status quo!).
Applications close Friday 22nd October 2021.
To apply, please email James Ellender, Chief Executive Officer, at james@activexchange.org jithin@activexchange.orgwith a cover letter and resume.
The process will involve an interview then practical assessment for shortlisted candidates.